My bill charges explained

  • EE
  • Orange
  • T-Mobile

You can view your bill charges on My Account even if you've chosen to receive your bills by paper. If you haven't registered for My Account, get started now.

Here are some of the most common reasons for additional charges on your bill:

Usage outside your allowance

Not all types of usage are included in your plan, and you will be charged for the following types of usage unless they are specifically covered by your plan or you have purchased an add-on:

  • Numbers beginning with 08
  • Numbers beginning with 070 (personal numbers)
  • Numbers beginning with 118 (directory enquiry numbers)
  • Premium rate numbers beginning with 09 - these include calls and texts for competition entries or voting on television shows
  • Calls or texts to premium rate content providers
  • Access or call forwarding numbers, where your call is forwarded to another phone - unless the number starts with 0207 or 0208
  • Picture messages
  • Calls or texts to international numbers
  • Calls or texts made whilst abroad, known as roaming.

Please note:  If you need to see your usage in detail, you will need to pay for an itemised bill which will show all of your usage. 

If not, you'll just see charges that are out of bundle and charged as extra. Itemised bills are chargeable, and can be added to your account by calling 150.

One-off charges and credits

Any one-off charges or credits on your bill will include a description advising you what they are for. They will normally apply for things like:

  • If we have to re-issue your bill
  • When a Direct Debit payment isn't honoured by your bank
  • Early termination charges - for leaving before the end of your contract (your minimum term)
  • 'Separate Payment Handling Charge' - for not paying your bill by Direct Debit, although this charge would apply every month if you paid by an alternative method.

Log in to My Account to check your bill for more information.

Part charges

You might also see part charges on your bill, where you need to pay for part of a billing period. 

There are a few reasons for getting part charges:

  • You have upgraded your phone or moved to another price plan part way through your billing period
  • You have changed your number
  • You have changed your payment date

Doing any of these will initially create part charges on your bill, but you will also see a credit for any charges you paid in advance on a previous bill.

If you have changed your price plan or telephone number you will see:

  • A refund of the old plan/or your old telephone number up to your bill date 
  • A charge for the new plan/or your new telephone number up to your bill date 
  • A charge for the new price plan/or your new telephone number equivalent to one month in advance.

If you have changed your payment date you will see:

  • A refund of your price plan up to your original bill date
  • A charge for you price plan up to your new bill date
  • A charge for your price plan equivalent to one month in advance, based on your new bill date

You will also see a part charge on your account if you have added an additional line to your account part way through your billing period. If this happens, you will see:

  • A charge for the additional line from the date of joining, up to your bill date
  • A charge for your additional line equivalent to one month in advance

Deposits

Sometimes we might ask you to pay a security deposit, so you can use the EE network or activate certain services on your account. There are two types of deposits:

  1. Registration deposit - we might ask for this when you want to join EE, so we can activate your account and you can use the network.
  2. Feature deposit - we might ask for this when you ask us to activate certain services, like International Roaming and International Premium Calls.

They are both called Deposit for Service on the bill.

Your deposit will be automatically released back into your account when you've established a good payment history with us. Prompt payment of your account by the due date advised on your bill for consecutive months will accelerate this.

You can view your bill charges on My Account even if you've chosen to receive your bills by paper. If you haven't registered for My Account, get started now.

Here are the most common reasons for additional charges on your bill:

Usage outside your allowance

Not everything is included in your allowance, so some activities mean extra charges. Examples of this could be calls or texts to numbers abroad, 0845 or 0800 numbers. Check the details of your price plan for more information on what's included.

A blank space on your bill with a charge next to it happens when the inclusive minutes in your plan have run out. The first part of the call (where there are still inclusive minutes) has been taken from your inclusive minutes and has been charged as 0.000. The remainder of the call (where your inclusive minutes have run out) has been charged at the relevant rate for that call type.

Paper bill charge

It costs us more to produce paper itemised bills, so we charge an itemised billing fee to cover our costs.

To avoid the fee you can choose e-billing instead, that way you’ll receive free itemisation online. To switch to e-billing and cancel your paper bill, sign in to My Account and adjust your account settings.

Non-direct debit administration charge

The Non Direct Debit charge is the monthly administration fee, as advised in the network terms and conditions for pay monthly customers. 
 
It costs us more to collect and process certain types of payment, such as cash or cheques, so we add this charge to cover part of these costs.
 
You can avoid the Non Direct Debit charge by setting up a Direct Debit to pay your bill. 

Late payment fee

The Late Payment fee is applied the second time a Direct Debit is been returned unpaid by the bank because of insufficient funds. The charge is applied per account, and not per mobile number on the account.

You can view your bill charges on My Account even if you've chosen to receive your bills by paper. If you haven't registered for My Account, get started now.

Here are some of the most common reasons for additional charges on your bill:

Usage outside your allowance

Not everything is included in your allowance, so some activities mean extra charges. Examples of this could be calls or texts to numbers abroad, 0845 numbers or your voicemail. Check the details of your price plan for more information on what's included.

Premium rate services

Premium rate numbers offer services that are charged through your phone bill, these could include competition entries, TV show voting or adult content. These numbers are charged at a higher rate and are not included in your allowances.

Check out the current cost for calling premium rate services.

Access and call forwarding numbers

When calling an access or call forwarding number, your call is forwarded on to another number or destination, but you’ll be charged based on the number you dial.

Service charges

For details on service charges take a look at the non-standard services brochures.

Deposits

Sometimes we might ask you to pay a security deposit, so you can use the T-Mobile network or activate certain services on your account.

There are two types of deposits:

  1. A registration deposit.  We may ask for this when you want to join T-Mobile
  2. A feature deposit.  We may ask for this when you ask us to activate certain services, like International Roaming or International Premium Calls

They’re both called ‘Deposit for Service’ on your bill and your deposit will automatically be released back into your account when you've established a good payment history with us. Prompt payment of your account by the due date advised on your bill, for consecutive months, will accelerate this.

Failed payments

Declined or failed payments can happen for a number of reasons, below are some of the most common.

Failed direct debit payment

Insufficient Funds:

If we can’t collect your Direct Debit because there are insufficient funds in your account, we’ll send you a text message to advise that it has failed.  We’ll try one more time to take the payment four days after the original due date. 

This will give you time to make funds available in your account. However, if the Direct Debit fails for a second time, we won’t try to take the payment again and we’ll add a ‘Failed Payment Charge’ to your account. 

We’ll also cancel your Direct Debit, so you’ll need to pay using an alternative payment method and set up a new Direct Debit.  

Other Reasons: 

If your Direct Debit fails for any other reason, we won’t attempt to collect the funds a second time.  We’ll cancel your direct debit, and add a ‘Failed Payment Charge’ to your account.

Please be advised that Direct Debit is our preferred payment method. A ‘Separate Payment Handling Charge’ will apply when paying by all other methods.

Failed debit or credit card payment

Payments made by credit or debit card can fail or be rejected for a number of reasons.  If your payment has been declined try contacting card issuer to confirm there’s no issue with your account or their service.

Part charges

Sometimes you might see a part charge or a part allowance on your bill. There are a few reasons why this might happen:

  • Changing your price plan or upgrading
  • Transferring or changing your number
  • Changing your billing date

Changing your price plan

If you change your price plan part of the way through your billing period, this will create part charges on your bill. Because you pay a month in advance, we'll need to refund you for the part of your old plan you've paid that's now going to be covered by your new price plan. You'll then see the charges for your new price plan on the same bill that you they see the credit/refunds for your old price plan. What you'll see is:

  • A pro-rata refund of the old plan (because it was paid one month in advance)
  • A pro-rata charge for the new plan (to cover the date the charge became effective, until your bill date)
  • A charge for the new price plan, equivalent to one month in advance

It's the same for allowances too. You'll get a partial allowance and partial refund for your old price plan and a partial charge and partial allowance for your new plan (not forgetting the one month allowance in advance).

Transferring or changing your number

Transferring your number from another network, or changing your number, creates part charges and refunds for both your monthly price plan charges and also the price plan allowances.

This is because the billing system recognises a change to the billing to a specific number. You'll be charged the standard monthly charge for your price plan.

You'll also get the correct allowance for your plan. You'll be allocated a partial allowance for your old phone number, plus a partial allowance for your phone number, but together, these will add up to your full month’s allowance. What you'll see is:

  • A pro-rata refund of the old phone number (because it was paid one month in advance)
  • A pro-rata charge for the new phone number (to cover the date the new number became effective, until your bill date)
  • A charge for the new phone number, equivalent to one month in advance

Changing your billing date

If you change your billing date, this will create a refund because we charge you in advance for your price plan up to a specific date. If that date changes, we'll re-calculate the charges to ensure we are charging for the correct number of days, based on the new billing date.

What you'll see is:

  • A pro-rata refund of the price plan up to your original bill date
  • A pro-rata charge for your price plan up to you new bill date 
  • A charge for your price plan, equivalent to one month in advance, based on your new bill date

Part free charges

If you reach the end of your allowance during a call you’ll see a 'Part Free' charge on your bill. This just means we've charged you for the bit of the call that wasn't included in your allowance.

Voicemail charges

What you’re charged to listen to your voicemail depends on the price plan you have. Check out your price plan brochure for more information.

Calling customer services

The cost of a call to Customer Services depends on your price plan.

If you're a pay monthly customer, you won’t be charged from your T-Mobile phone.

If you're a pay as you go customer and the call is made from your T-Mobile phone, you’ll only be charged if you choose to speak to a customer service agent.

Needing further assistance?

Ask in the community >

For more information on billing, try our online community where you can read through current queries and solutions, or start a new post to get help and support for EE, Orange & T-Mobile.

Was this article helpful?

Thank you.

Getting the most from EE

Services and offers we have for you